▷ Immediate Start Lead Customer Support Engineer

4 weeks ago

Dublin Pike, Ireland Fivetran Full time

Overview From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. We’re proud that more organizations leverage our technology every day to become truly data-driven.
We are looking for a Lead Customer Support Engineer who can combine deep technical expertise with strong leadership to drive customer success within Fivetran's SaaS connector group. In this role, you will guide a team of support engineers through complex escalations, partner closely with engineering and product teams, and advocate for customer needs to improve product quality. This role emphasizes building trust, collaboration across regions, and operational excellence, while enabling growth for customers and teams. This is a full-time, hybrid position based out of our Dublin, Ireland office with two in-office days per week.
Technologies You’ll Use Zendesk, Grafana, Github, BuildKite, DBT
Diverse REST, SOAP and GraphQL APIs
Databricks, Snowflake, BigQuery, Managed Data Lakes Service (AWS, ADLS and GCS)
Containerization via Kubernetes, Docker and Podman
Java, SQL, Clojure
What You’ll Do Act as the trusted point of contact for customers during critical, high-impact incidents and provide dedicated support for Premium accounts
Lead and manage critical technical account escalations for both EMEA and global customers
Collaborate with cross-regional support teams for seamless handovers of key customer issues
Mentor and grow the team with product expertise, fostering accountability and achievement of targets and KPIs
Work closely with engineering to identify bugs and optimization opportunities and ensure timely resolutions
Strengthen partnerships with product and engineering to drive product improvements
Develop and maintain the internal knowledge base for AI-driven solutions and ticket deflection; participate in global projects to accelerate business goals
Skills We’re Looking For 2+ years of experience leading a technical and customer-facing team with a track record of troubleshooting complex problems
Positive, collaborative leadership that values teamwork and shared decision-making
Strong technical background in the modern data stack (data ingestion, storage, transformation and catalog) and advanced troubleshooting of REST, GraphQL, and SOAP APIs
Proficiency in data analysis with SQL querying, log analysis, and interpreting Java stack traces; ability to read languages such as Java or C++; automation mindset and scripting to reduce repetitive work
Experience leading incident response for high-severity outages with clear communication to internal and external stakeholders
Understanding of networking concepts and containerization to support Fivetran’s hybrid deployment
Perks And Benefits 100% employer-paid medical insurance
Generous paid time-off policy (PTO), paid sick time, inclusive parental leave, holidays, and volunteer days off
RSU stock grants*
Professional development and training opportunities
Company virtual events, free food, and team-building activities
Monthly cell phone stipend
Access to mental health support resources for employees and dependents
*May vary by country and worker type - please reach out to your recruiter for more information
We’re committed to equal opportunity and inclusion. If you require accommodations at any stage of the process due to a disability or medical condition, please submit your request and we will work with you to provide reasonable accommodations.

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